Client Production Manager

Job ID: 41253

Location: TOKYO (JPN)

Murex is a global fintech leader in trading, risk management and processing solutions for capital markets. Operating from our 19 offices, 2500 Murexians from over 60 different nationalities ensure the development, implementation and support of our platform which is used by banks, asset managers, corporations and utilities, across the world.

Join Murex and work on the challenges of an industry at the forefront of innovation and thrive in a people-centric environment.

You’ll be part of one global team where you can learn fast and stay true to yourself.

Our Production Management team is in charge with building and nurturing our relationship to our clients to ensure they can leverage Murex solution at its fullest to help them grow their business. For our SaaS clients, this role is obviously even more central and at the forefront of our vision.

Your responsibilities:

Your responsibilities will cover the 3 main axis of deliveries below:

Manage support services for a portfolio of clients with operational excellence

Ensure quality and optimized delivery of our support services for a portfolio of clients, in line with our contractual obligations and by applying our award-winning Murex support methodologies:

Organize the support activities for your clients, define and optimize staffing requirements
Ensure availability of suitable support structures at Murex and at the clients
Monitor and improve key performance indicators related to the quality of the service or the instance
Act a project coordinator for the delivery of change requests raised by your clients

Build strategic partnership with client support organization

Grow as a strategic trusted and valued partner of your portfolio of clients:

Develop a mutually beneficial long-term partnership between Murex and the client support organization
Advise clients on how to efficiently support Murex and leverage its usage
Create adequate communication and streamlined processes between Murex and client support teams
Monitor and improve client satisfaction while controlling support cost
Collaborate with the Murex Client Manager to identify and pursue opportunities to expand usage of the Murex Solution at your clients

Develop the Murex production support practice

As an active member of the Production Management Domain, you play a part in shaping the Murex production support practice:

Lead, or contribute to, global initiatives aimed at improving the processes or tools used in delivering support services
Train and coach support coordinators on best practices, and leverage your expertise and experience to help them develop their skills and meet their business objectives

To be successful in this role, you should possess:

Excellent communication (both verbal and written) and presentation skills
Strong stakeholder and change management skills to manage complex client relationships
Leverage collective intelligence with a strong commitment to align different opinions and lead with excellence
Ability to demonstrate long-term thinking for value creation over short-term solutioning
Ability to prioritize and multi-task in a fast-paced environment
Experience and knowledge in Murex or Capital Markets platforms is a plus
Experience in supporting mission critical IT platforms in a managerial capacity is a plus
Both English and Japanese must be business level or above.

Why be a Murexian

Join a global market leader with a strong people-first focus
Be part of a diverse and inclusive team
Work in an agile environment where you can collaborate with global teams from various expertise